Interpreter Scheduler III

University of Rochester; United States; On-site; USD 27,000 - 37,000; Full time

Job summary

University of Rochester seeks a dedicated Interpreter Services Scheduler to coordinate interpreter requests for Spanish/foreign language services. The role emphasizes patient-centered scheduling, accuracy, and timely communication with clinics and interpreters.

You will utilize ePARC/eRecord systems, assess patient needs, and determine the most appropriate interpreter modality, ensuring compliance with health regulations and internal policies. This position is full-time, based in Rochester, NY.

Qualifications

• High School diploma and 3 years of relevant experience required.
• Associate's degree preferred.
• Or an equivalent combination of education and experience.

Responsibilities

• Coordinate Interpreter Services scheduling using ePARC and scheduling systems.
• Determine the appropriate interpreter modality (in-person, video, telephone) based on clinical needs.
• Review and assign interpreters, monitor ongoing scheduling, and ensure timely communication with patients and providers.
• Collaborate with supervisors and clinical departments to meet DOH/Joint Commission/ADA standards.
• Document pages, log interactions, and escalate when necessary.

Skills

Customer service

Medical terminology

Scheduling

Communication

Education

High School diploma

Associate's degree

Tools

ePARC/eRecord

Job description

As a community, the University of Rochester is defined by a deep commitment to Meliora - Ever Better. Embedded in that ideal are the values we share: equity, leadership, integrity, openness, respect, and accountability. Together, we will set the highest standards for how we treat each other to ensure our community is welcoming to all and is a place where all can thrive.

Job Location (Full Address): 601 Elmwood Ave, Rochester, New York, United States of America, 14642

Worker Subtype: Regular

Time Type: Full time

Scheduled Weekly Hours: 40

Department: 500381 InterpreterSvc-Spanish/Foreign

Work Shift: UR - Day (United States of America)

Range: UR URCC 204 H

Compensation Range: $19.72 - $26.62

The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job's compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations.

The Interpreter Services Scheduler coordinates the scheduling program for Interpreter Services. Monitors and ensures that all functions are completed accurately and efficiently with excellent customer service utilizing the SMH ICARE values. The Scheduler is proficient at the utilization of the Interpreter Scheduling System and ePARC/eRecord systems.

ESSENTIAL FUNCTIONS

• Interpreter Clinical Request Management
• Processes the request in ePARC and interpreter scheduling systems.
• Utilizes independent judgement and analyzes the clinical situation to determine the optimal mode of interpreter communication between the patient, family members and providers (i.e. in person interpreter; video; telephone).
• Evaluates the patients' needs of communication complexities and preferences.
• If applicable, determines the availability of identified in-person interpreters taking into consideration travel time between appointments, mental/physical fatigue, etc.
• Tracking any on-going assignments coming thru email and/or ePARC to provide patients continuity of care.
• If applicable, submits requests to third party vendors to secure interpreters.
• Identifies and confirms the assignments in ePARC.
• Produces and reviews interpreter worklist reports in ePARC continuously throughout the day.
• Collaborates with Interpreter Services Supervisors.
• Collaborates with clinical departments' managers/supervisors to educate regarding interpreter services and follow up on patient appointments and interpreter needs.

Pager/Instant Messaging

• When needed, triage emergency requests from the on-call pager within a response time of 5 minutes (web-paging and via phone).
• Determines type of Interpreter needed
• Coordinate with Day to Day Scheduler for any same day clinic add-ons or schedule changes.
• Document all pages in Daily Log
• Constant instant messaging communication with interpreters on assignment status
• If an interpreter is not available, in collaboration with Level II schedulers and/or Interpreter Services Supervisors, recommends which interpreter to pull from a non-emergent patient appointment.
• Determines when to escalation a situation to the Level II Schedulers and/or Interpreter Services Supervisors.

Phones

• Triage/directing calls throughout the day
• Answer general interpreter related questions
• Assist with patient calls regarding Appointments (confirm, re-schedule, inquiries on location, and Interpreter Preference)
• Contact clinics via phone for various scheduling matters (inform of interpreter availability, clarify appt. information/details as needed) etc.

Interpreter Services In-Box

• Acknowledge and confirm requests coming thru email

Quality

• Consistently monitors assigned, new, and changes/cancellations interpreter requests to ensure appropriately allocated interpreter services.
• If applicable, distributes daily schedules to interpreters by deadlines.
• Acts as a liaison to interpreters or vendor partners to answer their questions and obtain information regarding schedules and assignments.
• Assigns appropriate interpreter modality to meet Department of Health, Joint Commission and ADA standards/regulations.
• Recommends process improvements.
• Attends/views educational programs as needed or requested
• Other duties as assigned.

MINIMUM EDUCATION & EXPERIENCE

• High School diploma and 3 years of relevant experience required.
• Associate's degree in Medical, Secretarial or related field and a minimum of three years of relevant experience Preferred
• Or an equivalent combination of education and experience. Required

KNOWLEDGE, SKILLS AND ABILITIES

• Medical Terminology, experiences with surgical/appointment scheduling software (such as eRecord/ePARC), and electronic medical records. Preferred
• Demonstrated customer relations s